Working take
The usable content in this Otter file is the Voice of the Customer opener, not the 10-minute Retail CRM focus topic or Q&A. After the July RDR system changeover, VOC records are all transferred, but some show an August platform date even when the RDR was earlier (example given: July 5 showing as August 13). VOC said that is intentional so the 14-day survey rule still lets a survey go out. A second issue: some sales RDRs arrived with no email — about 3,000 records across brands. Stores have to add emails on the VOC records dashboard (last 30 days, email is valid = no, sales only). Support: boc-us@bmwna.com. Deck goes out via area managers, CenterNet, and the upcoming retailer portal — not emailed from the 1,000-person invite.
RDR changeover (early July)
~3,000 missing emails
Sales records only
boc-us@bmwna.com
Focus topic not in this capture
What this file does not contain
Donna Lattanzio said the session would be: VOC update → ~10 minutes of a Retail CRM focus topic (stores voted last month) → Q&A. The Otter transcript cuts off during Katie’s dashboard walkthrough and then during housekeeping. Do not treat this page as a full office-hours recap. If the deck or a longer Otter file shows up, this page should be extended — not assumed complete.
VOC / RDR changeover
Katie and Lawrence (VOC) said BMW changed the RDR system early in July. During the old-to-new lapse, RDRs coming into Voice of the Customer had problems. They said records have now all been transferred.
Date displayA record may show an August date on the VOC platform even if the RDR was July 5. Example given: July 5 RDR showing as August 13. VOC called this a good thing because the platform will not send a survey for anything older than 14 days.
Missing emailsSome of those RDRs came over without email addresses. VOC said there is no way for them to have all RDRs resent. The only fix is updating emails on the records dashboard. A message with the same instructions is on that dashboard and was sent to the field.
ScopeSales records only — Certified Pre-Owned, New Vehicle Sales, and Pre-Owned. Service is not affected. About 3,000 records across brands lack email addresses.
SupportStores with questions on those records: boc-us@bmwna.com. VOC said they would post that address in chat during the update.
Dashboard steps (as given)
Each record can only be updated for the last 30 days.
1Set record received date to last 30 days.
2Set email is valid to no.
3Filter to sales records: Certified Pre-Owned, New Vehicle Sales, Pre-Owned. Drop service.
4Use the Actions tab (bottom right in the Otter summary) to add / update the email address.
Meeting logistics (source)
HostDonna Lattanzio. Donna Rabizadeh admitting people as they joined.
GuestsKatie and Lawrence, Voice of the Customer, for a 2–3 minute RDR / email update.
DeckCannot email the deck from the invite (~1,000 people). Share via area managers after the meeting; post on CenterNet and the new retailer portal “coming down the pike.” Last month’s DSL deck also still to share.
HousekeepingStay muted. Questions via raise-hand or chat, held to the end of each segment. No customer information in chat. Reactions (thumbs up / heart) encouraged. Agenda driven by last month’s vote.
Open actions
Store / VOC deskOn the VOC records dashboard: last 30 days + email is valid = no + sales only. Add missing emails so surveys can go out.
VOC / BMW NAQuestions on the ~3,000 missing-email records → boc-us@bmwna.com.
BMW Retail CRMSend the office-hours deck via area managers; post on CenterNet and the upcoming retailer portal. Last month’s DSL deck included.
Lance / CoopIf a fuller Otter / deck lands, extend this page with the focus topic + Q&A. Do not invent that content from this file.
Source
Otter.ai: FW_ Retail CRM Office Hours · August 19, 2026 · summary + transcript attachments. Jackson names above are from the Otter attendee list, not from speaking roles. Transcript ends mid-Katie walkthrough / mid-housekeeping.
Unique verify string: bmwj-retail-crm-oh-2026-08-19-rdr-voc